If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask at the check-in counter or boarding gate for the text stating your rights, particularly with regard to compensation and assistance.

About Collection and Use of Personal Information

1. Purposes of collection and use of the personal information
- To perform our contractual obligations and enable an appropriate level of service to our customers;
- For Lotusmiles membership's purposes;
- To ascertain a high level of security and safety on our flights;
- Accounting and financial requirement;
- For customer care purposes;
- To communicate with you;
- For direct marketing purposes.

2. Items of personal information that it intends to collect- General:
+ Name, passport number and other identifying information;
+ Your contact details and personal account or registration details;
+ Your payment information;
+ Information about your reservations, bookings and purchases;
+ Your membership of our loyalty programs like Lotusmile;
+ Information we collect when you use our websites, apps and other digital media;
+ Our communication with you;
+ Information in relation to social media.- Sensitive data:
Vietnam Airlines may also, subject to your express consent, collect certain information relating revealing racial or ethnic origin, political opinions, religious or philosophical beliefs which can be considered as ''sensitive personal data" pursuant to Article 9 of the GDPR, the law of Vietnam and under other applicable jurisdiction.- Cookies and similar technologies.

3. Period of time during which it intends to possess and use the personal information
Vietnam Airlines will retain your personal information collected on our internal system in the period of services provision or as long as fulfilling the purposes which it was collected or in so far as such is necessary for compliance with statutory obligations and for solving any disputes or until the information are required to be deleted by you.

Web Checkin is available 24 to 1 hour before flight departure

If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask at the check-in counter or boarding gate for the text stating your rights, particularly with regard to compensation and assistance.

Kindly note that award tickets, agency / industry /special discount tickets and infant tickets are not eligible for mile accrual. The tickets which are not eligible for qualifying miles are not counted as qualifying flights.

Manage miles and membership tiers

Please book tickets under your name as it appears in your passport/ ID and Lotusmiles membership records.

Quote your Lotusmiles Membership Number at the time of making reservation or purchasing services of Lotusmiles’s non-air partners.

Present your Lotusmiles Membership Card upon check-in at the airport.

It may take from 5 days after your flight on Vietnam Airlines or 7 days after your flight on SkyTeam airlines for miles to be credited into your Lotusmiles account and from 6 to 8 weeks after using services of Lotusmiles ’s non-air partners

Members can receive monthly Lotusmiles statement via email or login at Lotusmiles on Vietnam Airlines website to check it.

Expiration

Award miles are valid for at least 2 years and up to 3 years, depending on the date of joining the membership program and the date those miles are accumulated. Award miles will be deducted each time members redeem miles for rewards

Qualifying miles are valid up to 13 months to determine the membership status.

Airline Partners

Earn Miles with Airline Partners

Members of Lotusmiles program will enjoy earning miles not only with Vietnam Airlines but also with all SkyTeam and other airline partners. Please click the airline logos below to find out the accrual rate corresponding with eligible class of services and booking class.

For Lotusmiles Gold members: upgrade to Mobifone Loyalty Gold member if earned more than 16.000 Mobifone qualifying points.

Conditions:

Mile credits are based on the customer’s payment notification for post-paid or for pre-paid subscribers

Lotusmiles members should contact customer service lines or nearest branch offices of telecommunication partners for further instructions to join the cooperation program.

Lotusmiles members are required to provide the membership number when registering for Linked Program between Lotusmiles program and MobiFone.

Bonus miles earned from using telecommunication partners services are valid from 2 to 3 years.

Miles will be credited to member’s account from 2-6 weeks depending on the report sending date of each partners.

Members can claim for missing miles at Customer Service of telecommunication partners.

Car Rental Partners

Avis

Earn 500 miles on non-contracted rates (Non-contracted rates are published through online and offline distribution channels).

Earn 300 miles on contracted rates. Contracted rates are negotiated rates with a company.

Conditions:

Lotusmiles members cannot earn miles on Avis employee’s rates or tour operators’ rates.

Miles will be awarded only for vehicles rented by a Lotusmiles member and are limited to one rental at a time.

Lotusmiles members must present Lotusmiles card when renting a car.

Any Avis rental which encompasses the use of either a single vehicle within a day or more than one day, or different vehicles on consecutive days in the same city shall be counted as a single rental regardless of whether the member checks his or her vehicle in and out during the contract period.

Lotusmiles miles can be earned on qualifying rentals from participating Avis locations worldwide except for the state of Alaska, USA.

Bonus miles earned from using Avis services are valid from 2 to 3 years.

Miles will be credited to member’s account from 4-8 weeks depending on the report sending date of partner.

Insurance

From March 1, 2018, Lotusmiles members who buy insurance online at PVI's website www.pvionline.com.vn will earn Lotusmiles miles following below mechanism:

20 Lotusmiles miles per VND 100,000 insurance spendings

PVI Insurance is a member of PVI Holdings, conducting in non-life insurance business.

Claim Your Miles

CLAIM YOUR MILES

Members are recommended to login into your account on website or mobile application to check your account activities and see if your earning miles have been accrued. The Account statement is also sent to your email on a monthly basis.

If miles have not been accrued to your Lotusmiles account after your flight or your consumption service of Lotusmiles partners, you can claim your miles by sending request to Lotusmiles.

How to claim miles?

Option 1 (apply only for claiming miles on flights):

Step 1: Log in Lotusmiles account.

Step 2: Go to Claim missing miles.

Step 3: Fill in the form of claiming missing miles on Vietnam Airlines.

Lotusmiles non-air partners: claim must be within 6 months from the date of transaction with Lotusmiles non-air partners.

Important Notes:

Required documents if members claim miles at Vietnam Airlines branch offices. Members can also take pictures of the required documents and send email to Lotusmiles contact center.

Boarding pass: Original or copy if flown on Vietnam Airlines flights. Original required if flown on Vietnam Airlines' airline partners.

Air ticket: Ticket copy or electronic ticket number.

Invoices issued for member: Apply for goods purchasing or services on Lotusmiles partners.

Please safely store your original boarding pass and all the eligible invoices until miles credit for the corresponding activities have been confirmed on the account statement.

Mile accrual is only available to passengers enrolled in Lotusmiles program.

New registered members can earn miles for eligible flights with eligible booking classes on Vietnam Airlines and SkyTeam Airlines which are taken 6 months before enrolment date. However, members still have to follow the general rules of retro-claim.

Miles equivalent to one person who has name on the airlines ticket are accrued even if the member is required to purchase two or more seats (extra seat, cabin baggage, stretcher, ect.) or to purchase for the other one.

Lotusmiles members have to present membership card each time of making reservation, checking-in at the airport and using services of Lotusmiles non air-partners.

Vietnam Airlines is proud to be a leading 4-star global airline

Our sincere thanks to all valued customers and partners for your support!